Customer Success Manager

Summary

Join Azumo as a fully remote Customer Success Manager (CSM) based in Latin America and lead client relationships, ensuring successful software solution delivery and adoption. You will build long-term client partnerships, collaborating with cross-functional teams (Sales, Delivery, and Engineering) to achieve customer satisfaction, engagement, and retention. This hands-on role requires building strong client relationships, driving engagement, and ensuring successful technology adoption. You will serve as the primary client contact, understand client needs, and translate them into strategic initiatives. The position also involves onboarding new clients, monitoring customer health, supporting leads, acting as a strategic advisor during pre-sales, and driving upsell/cross-sell opportunities. You will act as a conduit between clients and internal teams, providing feedback to improve products and services.

Requirements

• Bachelor’s degree in Computer Science, Business Administration or a related field
• 4+ years of experience managing software development projects or working closely with technical teams throughout the SDLC (Software Development Life Cycle)
• Effective communication skills (oral and written): Able to clearly synthesize technical information for non-technical audiences
• Strong empathy and customer orientation: Able to understand client goals, frustrations, and aspirations
• Strategic thinking: Capable of aligning customer needs with business objectives
• Conflict resolution and negotiation: Skilled at managing tense situations constructively, always aiming for win-win outcomes
• Time management and organizational skills: Especially important when handling multiple accounts simultaneously
• Ownership mindset: Takes full responsibility for the success and outcomes of assigned accounts
• General technical knowledge: SaaS architectures, APIs, databases, AI/ML concepts, etc
• Experience with JIRA and HubSpot
• Ability to read and understand technical documentation: Even if not a developer, must communicate effectively with technical teams
• Understanding of key success metrics: Ability to interpret KPIs such as churn, NPS, health score, retention rate, etc
• Fluent in English (essential)
• Based in Latin America

Responsibilities

• Serve as the primary point of contact for a portfolio of assigned clients, building strong, trust-based relationships through proactive communication and reliable support
• Understand client business goals, challenges, and success metrics; translate them into strategic initiatives and implementation plans in collaboration with Delivery and Engineering teams
• Lead onboarding and early-stage implementation for new clients, ensuring a smooth transition from sales to delivery with clear documentation and handoffs
• Monitor customer health and track success metrics to anticipate risks and uncover growth opportunities. Proactively engage to ensure continued alignment and satisfaction
• Support inbound and referred leads by participating in discovery calls, gathering requirements, and helping articulate Azumo’s value proposition
• Serve as a strategic advisor during the pre-sales process, helping prospects shape technical roadmaps and delivery strategies based on business needs
• Coordinate and sometimes deliver product demos or service capability walkthroughs to support consultative sales
• Act as a conduit between clients and internal teams, relaying structured feedback to inform product decisions, service enhancements, and delivery improvements
• Drive upsell and cross-sell opportunities within accounts by recognizing client expansion needs and proactively offering tailored service solutions

Preferred Qualifications

The candidate’s experience as a Project Manager and pre-sales is desirable

Benefits

• Paid Time Off
• Training
• Udemy Free Premium access
• Mentored Career Development
• U.S. Holidays
• USD Remuneration
• Profit Sharing
• Maternity Coverage